Customer Insights Lead

Ready to revolutionize healthcare, making it faster and more accessible than ever before? How we started: Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today. Where we are now: We’ve earned the trust of millions of people worldwide through category-leading products and well-known brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in-house medical teams, researchers, and pharmacists at the top of their fields. In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year-on-year growth and cementing our position as the clear market leader in the UK. That growth translates into real-world outcomes: our weight-loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events. This is growth with measurable, life-changing impact at scale. Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest-growing tech companies, further validation of both our momentum and our ambition. Where we’re going: 2026 is another significant year for HeliosX. Our ambition is to surpass £1.1bn in revenue, continue expanding thoughtfully into new international markets and broaden our condition and treatment portfolio. As we scale, we're focused on building the technology, operational excellence and clinical capabilities that will support sustainable long-term growth. Joining HeliosX now means helping shape the systems, teams and products that will define the next chapter of digital healthcare. You'll be solving complex problems at pace, working alongside exceptional people and building products that genuinely improve lives at scale. There’s never been a more exciting time to join HeliosX. Come be a part of making our dream of easier and faster healthcare a reality! About the role HeliosX is hiring a Customer Insight Specialist to build and scale our CX insight capabilities. You'll ensure HeliosX's decision-making is rooted in evidence-based customer understanding, going beyond metrics like NPS, CSAT & TrustPilot score to uncover what truly drives customer experience & sentiment at scale. You’ll be responsible for translating a wide variety of Voice of Customer (VoC) signals into clear, data-driven, actionable insights. You will directly shape strategic priorities & help teams confidently prioritise the most valuable opportunities for both our customers and the business. What you’ll be doing: Own and continuously improve how we measure and monitor CX across the full customer lifecycle, from awareness through retention & reactivation, identifying key drivers & blockers at each stage Manage & optimise our CX analytics platform (SentiSum), combining multiple VoC sources including surveys, customer support tickets & TrustPilot to extract actionable insights Champion the use of technologies, including AI, to understand consumer priorities & surface emerging trends faster & at scale Translate qualitative customer insights into measurable data points & metrics that influence business priorities Partner closely with our Data Analytics, Product, Strategy & Customer Support team to align business priorities with quantifiable retention & value opportunities Work with Analytics & UX Research teams to integrate customer insights with behavioural & commercial data Embed evidence-based customer perspectives into decision-making processes, influencing both short-term experiments & long-term business strategy Implement an effective customer insights reporting system, including monthly insights reports, cross-functional presentations & always-on trackers tailored to different teams Quantify customer impact & provide actionable recommendations to relevant teams What you'll bring to the role: Approx. 7+ years in Customer Insights or CX roles, ideally in a fast-paced D2C environment, with a proven track record of driving business results and shaping roadmaps. Demonstrated experience managing end-to-end Voice of the Customer (VoC) systems and CX programs, and ability to manage VoC analytics platforms (e.g., Qualtrics, Chattermill, SentiSum). Skilled at designing and executing quantitative research, particularly customer lifecycle surveys (NPS, churn, CSAT), and comfortable working with high-volume feedback data. Comfortable applying genAI and NLP to scale in…